All of the failures in customer service in dental practices stem from dental team members [including dentists and RDHs] failing to spend adequate time doing the thing that they need most to be doing for their patients. Rushing and shortcutting are the fatal errors...
The word “selling” is not a dirty word. Nor should it ever be considered to be a dirty word. Selling is the passionate demonstration of the compelling benefits of owning something, to someone who is yet to be the owner of that something. On that note, I received this...
The following email from Mary Portas appeared in my inbox last month. I copy it here in its entirety. [The bold emphasises are mine]. The sentiments expressed by Mary Portas towards the owners of John Lewis ARE THE SAME SENTIMENTS that the caring general public would...
Policies are for businesses that fail with service and persuasion. When all else fails, some business people believe that putting a policy in place will magically cure all ills. A policy is simply a sign that a business has lost control, and has no idea as to the best...
I heard someone say recently: “The speed of the business is the speed of its leader.” I don’t know if this was a misrepresentation of a Lee Iacocca quote: “The speed of the boss is the speed of the team.” In fact, I’m not really sure what Iacocca meant? Did he mean...
Last weekend I attended the annual convention of the Professional Speakers Association of Australia. One of the key takeaways from the meeting was this statement from legend Keith Abrahams, who said: “The reason most people don’t use you more is because you stopped...
